Abuse Handling & Complaint Policy

Effective Date: 01-01-2025

1. Purpose

JAMILATECH Ltd is dedicated to maintaining a safe, respectful, and law‑abiding hosting environment. This Abuse Handling & Complaint Policy establishes our structured approach to handling abuse reports and client complaints in a timely, fair, and transparent manner. It aims to protect our network, uphold legal and ethical standards, and preserve trust with clients and external stakeholders.

2. Scope

This policy applies to all JAMILATECH Ltd services and infrastructure, including shared hosting, virtual private servers (VPS), dedicated servers, cloud services, email hosting, domain registration, and management. It covers complaints and reports submitted by customers, end‑users, third parties, regulators, or other stakeholders.

3. Definitions

• Abuse: Any use of our platform or services that violates laws, contract terms, or industry best practices (e.g., spam, malware, phishing, DDoS, copyright infringement).
• Complaint: Customer‑raised concerns about service quality, reliability, support, billing, or policy application.
• Reporter: Any individual or entity submitting an abuse report or complaint.
• Respondent: The customer or service responsible for alleged abuse or subject of the complaint.
• Investigative Team: JAMILATECH Ltd’s internal unit responsible for abuse/complaint triage and resolution.

4. Guiding Principles

• Objectivity & Impartiality: Fair treatment of reporters and respondents.
• Transparency: Clear communication about steps taken and outcomes.
• Timeliness: Swift triage and resolution aligned with severity levels.
• Confidentiality: Protection of reporter identity and sensitive information.
• Compliance: Alignment with applicable laws (e.g., GDPR, DMCA, Spam laws).

5. Reporting Channels

Reports or complaints may be submitted via:

• Email: support@mediabirdco.net (subject line: Abuse Report / Complaint)
• Support Portal: Ticket submission under "Abuse" or "Complaint" categories
• Phone: Contact support and request escalation to abuse team.

6. Report & Complaint Classification

Reports are classified to prioritize response and action:

7. Abuse Handling Procedure

Step 1: Triage & Acknowledgment

Upon receipt, the Investigative Team will categorize the issue and send a confirmation within the response timeframe noted above.

Step 2: Investigation & Evidence Collection

The team will gather logs, communications, and relevant data to assess validity and scope. For inbound abuse (spam, malware), samples or traces must be provided by the reporter where possible.

Step 3: Customer Notification

If a customer’s service is identified as the abuse source, they will be notified and required to respond within designated timelines:

• Critical/High: Response within 2 hours (during business hours)
• Medium/Low: Response within 24 hours

Step 4: Remediation or Suspension

If abuse continues or no response is received, JAMILATECH Ltd reserves the right to suspend or remediate the service (block access, disable service, reset credentials) until the issue is resolved.

Step 5: Follow‑Up & Resolution

Once resolved, the team will confirm closure with the reporter and any affected customer(s), summarizing actions taken.

Step 6: Record‑Keeping

All communications, actions, and timeline logs will be securely stored for future reference and compliance audits.

8. Customer Complaint Handling Procedure

1. Submission: Customer submits a detailed complaint via any official channel.
2. Acknowledgment: JAMILATECH Ltd acknowledges receipt within stated timelines.
3. Investigation: We gather relevant account, service usage, billing, or support data.
4. Response: Provide a written explanation or resolution proposal within the designated timeframe.
5. Escalation: If dissatisfied, customers may request escalation up to a supervisor or manager.
6. Final Determination: A final decision is communicated in writing.

9. Responsibilities

9.1 Reporter Responsibilities

• Provide accurate details: date/time, IP addresses, message samples, screenshots.
• Include evidence whenever possible (spam headers, file samples, domain URLs).
• Maintain confidentiality of any sensitive materials provided by JAMILATECH Ltd.

9.2 Customer (Respondent) Responsibilities

• Respond promptly to notifications and cooperate.
• Comply with mitigation steps (e.g., patching software, updating credentials).
• Implement preventive measures to avoid recurrence.

9.3 JAMILATECH Ltd Responsibilities

• Acknowledge every report or complaint within the defined timeframe.
• Maintain impartiality and confidentiality.
• Pursue efficient, documented action or remediation.
• Comply with legal and regulatory obligations.
• Provide clear communication on resolution status.

10. Escalation & Appeals

If reporters or respondents disagree with the outcome, they may escalate the matter by emailing "Escalation" or "Appeal" in the subject line. The escalation reaches senior management and must be submitted within 14 days of resolution. A final determination will be provided within 7 business days thereafter.

11. Confidentiality & Record Keeping

All abuse or complaint records and associated personal data will be handled per JAMILATECH Ltd’s Privacy Policy and applicable data protection laws. Records will be retained for a minimum of two (2) years for audit, compliance, or legal obligations.

12. Disclaimers & Limitations

• This policy sets internal standards and does not constitute a contract or guarantee of specific service levels.
• JAMILATECH Ltd holds the right to take protective action (e.g., suspension) for abuse or non‑compliance without prior notice.
• JAMILATECH Ltd is not liable for any indirect, incidental, or consequential damages resulting from complaints or abuse actions.
• Third‑party services or infrastructure not directly controlled by JAMILATECH Ltd are outside the scope of this policy.
• We reserve the right to modify this policy. Continued use of our services implies acceptance of any updates.

13. SEO & Transparency Statement

JAMILATECH Ltd takes abuse handling and complaint resolution seriously, implementing structured policies and transparent procedures to maintain trust and legal compliance. Whether you need to report spam, phishing, malware, billing disputes, or service complaints, our documented process ensures fairness, prompt action, and accountability. We encourage all stakeholders to review this policy regularly and submit issues via support@mediabirdco.net.

14. Review & Continuous Improvement

We periodically review this policy, benchmark against industry standards, and consult legal or regulatory updates. Your feedback helps refine our procedures—email us at support@mediabirdco.net with suggestions.

15. Contact Information

If you have questions about this policy or need assistance, please reach out:

• Email: support@mediabirdco.net
• Online Support Portal: via dashboard at mediabirdco.net